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How do I make a claim?

Hospital Claims

Depending on the hospital you are being treated at, they may process the claim directly with us on your behalf. If this is the case, you’ll just need to pay any out-of-pocket expenses (i.e. the difference between the full fee and what we’ll pay under your health cover) plus any excess payable on your policy. The excess for singles is only payable once in any calendar year. The excess for couples, single parents and families is capped at twice in any calendar year.

If we don’t have an agreement with the hospital, then you may be asked to pay the whole amount up front. If that's the case, you can make a claim via the self-service portal to be reimbursed for any benefit payable under your policy.

We recommend that you call us on 13 49 60 before you go to hospital to check your cover and potential out-of-pocket expenses.

Extras Claims

For most Extras claims you can swipe your Qantas Health Insurance membership card at any provider that accepts HICAPS. You’ll then only be charged the gap (the difference between the full cost and what we’ll pay for that service under your chosen cover). 

If you need to make a claim after you’ve paid for the treatment, you can do that by logging onto our self-service portal or via the Qantas Wellbeing App claim. You’ll just need to provide the details for the claim, such as a photo of your official receipt, and then we’ll transfer any amount payable under your level of cover to your nominated bank account. 


Make sure you’ve nominated your Direct Credit bank account details before making a claim (i.e the account you want claims amounts paid into). You can do this via the My Policy/Payments section of the self-service portal or by calling us on 13 49 60

Also if you’re not the primary policyholder, you must ask them to add your Qantas Frequent Flyer number to your family account first via the member section of the self-service portal so that you can access the portal yourself.

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